9LGHR %XLOGLQJ6XVWDLQDEOH5HYHQXH (QJLQHV7KURXJK&XOWXUH&DSLWDODQG7HFK Ү-ɔȿɾŽɅȈdžʔ҃ȿʰʔʢ҃ȿŽȥdž҃ʢɔʰǬǻ҃ƫǻɔȈƫdžʔ҃ʢɔ҃ȈɅˑdžʔʢ҃ȿɔʆdž҃ȈɅ҃ ɾȮŽƫdžʔ҃˖ǻdžʆdž҃ʢǻdžˢ҃˖ȈȮȮ҃ǬŽȈɅ҃ƫʰʔʢɔȿdžʆ҃ŽʢʢdžɅʢȈɔɅ҃ɔʆ҃ ŽƫǻȈdžˑdž҃Ȯɔ˖ҟƫɔʔʢ҃ŽƫʄʰȈʔȈʢȈɔɅҎ҃Ŗɔʰ҃˖ŽɅʢ҃ʢɔ҃ǻŽˑdž҃˰džʆɔ҃ ȿŽʆǬȈɅŽȮ҃ƫɔʔʢ҃ʆdžˑdžɅʰdž҃ɔɾɾɔʆʢʰɅȈʢȈdžʔҏ҃˖ǻȈƫǻ҃Ȉʔ҃ɔɅdž҃˖Žˢ҃ ʢɔ҃ǻdžȮɾ҃Ǭdžʢ҃ˢɔʰ҃ʢǻdžʆdžҎү Ҟ҂8džŽɅ҂-˰ʰȿŽ

Dean Czuma - POV: Contact Centers as an Investable Value Engine" - Page 11 Dean Czuma - POV: Contact Centers as an Investable Value Engine" Page 10 Page 12